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Serta Frequently Asked Questions
My order was delivered damaged, what should I do?
For orders placed on Serta.com, if you feel your mattress is damaged upon arrival, you can refuse delivery. If you notice damage after delivery, they ask you to send a photo of the damage to [email protected] so their team can review and help you troubleshoot as soon as possible. They will also provide new shipping information and details on what to do with a damaged mattress if it needs to be replaced.
Would they be willing to remove my old mattress?
Buying mattresses online through Serta.com gives you the option to upgrade to White Glove Delivery service through XPO Logistics. This additional service includes setting up and unpacking, used mattresses and box springs (if applicable). All mattresses removed using White Glove Delivery must be in a hygienic condition. For mattresses purchased through alternative retailers, please contact the retailer directly for their old mattress removal policy.
Can I specify a delivery date?
Yes, upon receipt of the item, the delivery team will contact you to arrange your delivery date. They will send an email with instructions on how to schedule your delivery online and will try to contact you by phone.
How do I return my mattress?
To return a mattress purchased directly from Serta.com, and (within the first 120 days of your home trial), they will work with you to remove the mattress from your home. Contact them directly at [email protected] to arrange removal. For mattresses purchased through other retailers, please contact the retailer directly for information on their return policy. The 120-day return trial does not apply to purchases made through the Serta Guest Purchase Program.
When will I receive my order?
When ordering directly from their website, it will take approximately 4-6 weeks for your item to be ready for delivery. Once your order arrives at a delivery facility near you, their delivery partner will contact you to arrange a delivery date. Delivery times are usually Monday to Saturday, 7am to 7pm. This does not include all major holidays. Delivery dates may vary depending on the availability of delivery teams in your region.